The Transfer node forwards the caller to a phone number, such as a sales mobile or a support landline. Add backup numbers and they are tried one after another if the first number is busy, doesn't answer within the ring time, or can't be reached. It can speak an announcement first ("Connecting you to Sales"), a line before each backup, and a closing message if nobody answers. The person you transfer to sees your IVR number as the caller ID. The call leaves the flow at this node.
Settings#
| Field | Required | Default | Notes |
|---|---|---|---|
| Phone number | Yes | E.g. +919800000000. A 10-digit number gets +91 added |
|
| Backup numbers | No | Tried in order after the phone number above. Blank entries are skipped | |
| Announce message | No | Spoken once to the caller before the first dial. TTS preview available | |
| Ring time per number (seconds) | No | 30, or 20 with backup numbers | 5 to 120. With backups, keep it short (about 20 s) so callers aren't left waiting |
| Before trying a backup | No | Spoken before each backup dial, e.g. "Connecting you to another executive" | |
| If no one answers | No | Spoken when every number has been tried, before the call ends |
Exits: none. The flow ends at Transfer.
How backup numbers work#
- The caller hears the announce message, then the first number rings for the ring time.
- If it answers, the caller is connected and the flow is done.
- If it is busy, doesn't answer in time or fails, the caller hears the "Before trying a backup" line and the next backup rings.
- This repeats down the list. When every number has been tried, the caller hears the "If no one answers" message and the call ends.
With three numbers and a 20-second ring time, a caller can wait up to about a minute before the last attempt ends. Order the list by who is most likely to pick up.
Flow checks#
- "Transfer node has no phone number." (error)
- "Backup number "..." is not a valid phone number." (error)
No answer at all?#
Transfer has no exit, so after the last number the call ends. Put an Email or HTTP Request node before the Transfer so you keep the caller's details and can call back.
In a campaign#
On an outbound campaign the person you transfer to sees the campaign's caller ID, and the call keeps a second line busy while they talk. See Press 1 to Connect a Caller.
Transfer or Dial?#
Use Transfer for a plain phone number, with or without backups. Use Dial to reach a SIP address or a registered user, or to set a custom caller ID.
More: Backup transfer numbers.